Technical Account Manager (Weekend Coverage)

Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.Proven experience engaging and managing high-level stakeholders both internally and externally.

Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases

Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.

Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers

Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product.

Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.

$92,000 - $138,000 USD

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As Harvey continues to scale its premium customer offerings, we are hiring a Technical Account Manager to join our Customer Success organization.

This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.

The Technical Account Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications.

Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.

Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.

Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.